FNB FICA DEPARTMENT - FREEZING ACCOUNT DUE TO PATHETIC WORK ETHIC

This is directed to the FNB FICA Department; in early November I was requested via an SMS to submit my FICA documents, I did respond or follow-up on this at all due to the amount ****s going around currently. I then received a few days later a message via my FNB app to submit my FICA documents which I then decided to follow-up on. On the 9th November I followed the links which gave an email address *** which I then submitted my FICA documents too. I received no response from this email stating that the documents were received or uploaded. Earlier this month I received a mail stating "SECOND REQUEST" regarding FICA documents which I didn't respond to as it is absolutely ridiculous that my FICA documents should be required again after 2 months and as such as ignored this mail. I still have not received any feedback from that email regarding my documents.

On the evening of the 16th Feb I went to Balito to have supper at a restaurant and when it was time to pay the bill my card was declined due this ridiculous FICA issue. Not only did I not have access to my cards but also my own personal savings which is outrageous. I did not have cash in my wallet at the time and luckily the manager of the restaurants (HOPS) was kind enough to accommodate us (I would like to stress the point that this situation could have gone very differently and it was already 9.45pm at this point). I decided to leave my drivers license with the manager as that is the only logical solution that the manager could trust I would come back to pay the next day the bill.

I then had to drive home (Durban) and then to work (PMB) the next day without my license because of this issue; at 9am that morning I went into the FNB branch in Hayfields where I was helped by a very efficient gentleman named Lihle Zuma who I explained my story too and was able to unfreeze my accounts and resolve this issue on a whole. I then had to drive back after work to Balito to pay and fetch my driver's license.

The most notable point was this; he stated that on the system it indicated "on the 17th November a FICA office worker decided to proceed half-way through the upload" and then just stopped. The same department that decided not to check this or follow-up on my mail before freezing my account. This is the height of incompetence and pathetic customer service by FNBs FICA department. Not sure why they were dieing for the FICA documents as I have a history being a ********** customer. I have also come in to the bank several times since I opened my account and presented my ID so for me this is a very stupid issue to be having with a bank. If I was to be pulled over by a police officer and asked for license, what was I going to say. This was a real inconvenient and embarrassing situation to be in and as such I have considered looking at other banks.

Customer service has always been poor with most service providers in this country but I think FNB FICA department needs to understand this. YOU WORK FOR YOUR CUSTOMERS NOT THE OTHER WAY AROUND. I'm very disappointed in FNB and somebody in the FICA department needs to be accountable for this. I had to incur additional costs on my side now due to pathetic customer service and ethic.